When an agent creates a ticket it is assumed the ticket came in by phone. There is some logic to that.
When you receive an email, and forward it to your support site it will be recorded as Source = Email.
I don't think there is a lot you can do about this (don't shoot the messenger, I don't work for Freshdesk). There is a request to be able to change the status code (no longer possible in Mint). I suggest you support that request.
about 1 year ago
Hi, any update on this, I just started using Freshdesk and hate that if I manually enter a ticket it says reported by phone
Yes, this is confusing to our agents. Just don't say anything for manually created tickets. Better than inaccurately assuming it was by phone.
5 months ago
We would prefer to stick with "phone" (as in most cases for us that is correct), but have the option to be able to make changes to the Status field as was possible before the introduction of Mint.
4 months ago
Apologies for not being active in this thread.
As @Mark has correctly said, it is currently the product behavior that the source is phone when an agent creates a ticket on behalf of the customer. While it isn't possible to alter the source from the UI you can update the source using API.